Success Stories

When BakerHostetler moved their 1,800 users (all at once!) from iManage 9.3 to NetDocuments 18 in the first quarter of 2018, one of the firm’s priorities was meeting their security audit needs.

The firm also wanted to increase usage of their document management system (DMS) over shared drives and selected NetDocuments for its flexibility of workspace structure and mobility.  While they didn’t remove access to shared drives, they felt the additional functionality of the new DMS would encourage users to collaborate more.

The firm used a blended approach to address the specific needs of their audiences – scenario-based e-learning followed by scenario-based classroom training, and the result was well received and effective.

"The team used the Capensys because of their broad experience, high caliber, flexible training and support resources, and the quality and scope of their eLearning. At BakerHostetler, we are eager to try a new approach and we needed a partner who can support and supplement those ideas!  - Sharon Jesse, Training Manager

The firm supplemented onsite support with a remote NetDocuments Support Hotline. Capensys received high praise for the training, the onsite support and the remote hotline from the many geographically dispersed offices. Using the Capensys Efficiency Dashboard the firm has identified that the Help Desk is now receiving more technical issues than “how to” questions. According to Sharon, “People seem to ‘know how’ better!”

Sharon noted that “Providing early training for the Active Advocates was a win. It provided us with a list of questions to consider before finalizing the outline and the support team FAQ document.” As an incentive, the firm also provided the evaluations that allowed people to qualify for LTC4 Certification in the Managing Documents and Email learning plan.

The firm will continue to use the Capensys courseware to offer e-learning paths for new hires as well as providing the path to LTC4 certification.

 

This year, Legal Secretaries from Ridgeland, Nashville, Memphis and Birmingham offices were recognized by Rance Sapen, Chief Operating Officer and Don Clark, Firm Chairman for completing their LTC4 certification in Legal Documents, in addition to many secretaries completing several other modules in the program.

LTC4™ is a non-profit organization established to create a standard skill set for all legal professionals around the globe that can be used by law firms to measure ongoing efficiency.  Not only is LTC4™ a great way for law firms to demonstrate their ability to handle work in the most cost effective and efficient way possible, it is also a coveted professional credential recognized throughout the legal industry.  In addition, if a Request for Proposal comes in asking if we are LTC4 certified, we can now respond wholeheartedly, “Yes we are!”

There are currently 10 competency certification modules available through LTC4™.  Butler Snow owns the following six modules and has been working with Capensys to provide all the relevant courseware needed to meet the evaluation requirements for these plans:

  • Legal Documents (Word)
  • Managing Documents and E-mails (iManage)
  • Collaborating with Others: E-Mailing and Sharing Documents (iManage, Word, Outlook, ShareFile, Scrub, and Nuance)
  • Data, Reports and Exhibits (Excel)
  • Presentations (PowerPoint)
  • Working with Clients (InterAction)

 

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“All of our efforts to improve skills help us to provide even more value to our clients” – Downs Rachlin IT Director

The firm was aware that attorney technology skills had become a hot topic with their clients and throughout the legal community. The firm recognized the need to show the firm’s commitment to innovation through the use of technology.   With the support of the Managing Partner and Practice Group representatives the firm introduced its “Step it up” program and engaged Capensys to provide training tools which would allow the firm’s staff and attorneys to access the training, tutorials and KnowledgeChecks which would lead them to the required skill levels.

The firm decided to introduce 2 levels of competence – Level 1 being competencies which were common to all users and Level 2 those which were aligned to jobs and roles. Using monthly incentives the firm saw a very high level of participation – 100% of staff and paralegal and 80% of associates have now completed Level 1. The firm also uses the program for new hire training ensuring that all new staff are well prepared before they join.   Future plans include the introduction of Capensys’ latest tool “LiA” (Learning in Action) which measures multiple methods of accomplishing tasks in the firm’s own live applications and also working towards LTC4 Certification.

 

Fladgate introduced LTC4 up-skilling and certification using the Capensys courseware and skills evaluation tool. Fladgate’s principal goal was to ensure that they achieved a consistently high-level of IT competence in areas that were useful to lawyers and support staff.  They wanted an innovative, workflow-based learning program that focused on the day-to-day work of lawyers and staff.  They also needed a robust long-term solution to ensure that they could build on initial successes.

After researching a variety of options, they were pleased to find that the competencies covered by the LTC4 certification program mirrored those that they had already identified via their initial training needs analysis.  They were also impressed by how the modules focused on the workflows that lawyers undertake on a daily basis.

Another advantage was that LTC4 required skills could be taught, and proficiency measured, via Capensys courseware and evaluations tools. The Capensys Goal-Based Approach ties training to business and user goals and delivers training modules that are process-driven rather than application driven.  This approach was perceived as very flexible solution, allowing lawyers to learn when and where they wanted to do so, rather than via fixed classroom sessions.

Michael Wells, the senior trainer at Fladgate led the charge, and it’s been 18 months since the program launch. As of this date, they have completed the Working with Legal Documents learning plan. Michael estimates that over 90% of the firm are now certified in Working with Legal Documents.

In just a few weeks, Michael will begin the certification process for the LTC4 Security learning plan using the Capensys Sentinel security awareness modules.

The third learning plan, Working with Documents and Emails, is already planned, developed, and ready to go. It will be launched later in the year - around July or August.

According to feedback from stakeholders and users as well as observing performance in the workplace, some of the significant training gains Fladgate has seen are:

  • More interest from users in IT training and the benefits of learning to streamline their workflows
  • More interest in self-learning — using e-learning content as just-in-time learning rather than ringing the helpdesk
  • Lawyers have become more self-sufficient when creating documents, causing a reduction in basic revision requests — this allows secretaries and others to focus on major document production
  • A measurable difference in improved efficiency in document creation and editing and the substantial reduction in “how do I?” Help Desk calls

Michael was pleasantly surprised when

“Contrary to expectation, tutorials and assessments are undertaken at all times of the day and night. People are really using the flexibility to train when it suits them.”

 

Tanya Vawter, Training Manager at Gordon Rees Scully Mansukhani, LLP, along with her training team of 3 people, have created a continuous performance improvement initiative that provides top-notch online training to attorneys and staff in their 35 plus offices spread across the US. They also provide that same level of training to the 4 -10 new hires that arrived each week. They are members of LTC4 and are using the Capensys LMS and LTC4-aligned courseware. The LTC4 certification program has been launched to all offices with the intention of fostering ongoing up-skilling.

"The response has been very positive. Our users like the immediacy of the CBT courses.  They also like that they are earning certification which is attached to the individual rather than the firm.  We’ve had around 300 LTC4 certifications earned over the past year.  We’d like this to be higher next year, so we are always looking into new ways to motivate employees."  - Tanya Vawter

Here are the stats showing their considerable achievements:

  • 59 LTC4 Legal Professional Certifications have been earned by Attorneys.
  • 229 LTC4 Legal Support Specialist Certifications have been earned by Staff Members.
  • 1557 Ongoing Monthly Learning Plans have been completed by Attorneys and Staff Members over the past year
  • 32,482 Computer Based Training (CBT) courses were completed on the Capensys LMS within the past 12 months.

 

McKenzie Lake Lawyers is pleased that they have been the first Law Firm in Canada to have their training program recognized with LTC4 Certification.

The Firm has always been committed to continuing education for its members says Laurie Hause, CIO, but the depth and breadth of continuous learning and up-skilling opportunities were limited without a full featured Learning Management System.

In October 2015, the Firm launched Core Builder, the name of the overall Learning Management Program featuring LTC4 (Legal Technology Core Competencies Coalition) e-learning plans. LTC4 is an international non-profit coalition of over 80 law firms, corporate departments and law schools that has established legal technology core competencies and certification for law firms to measure ongoing competencies for legal technology.

The Firm’s goal – ensure that all members of the Firm apply core technology skills in the workplace so as to handle matters dependably, efficiently and professionally for their clients. Certification aligned with LTC4 standards provides evidence of our proficiency. Technology skills that address workflow demonstrate our ongoing effort to meet our clients’ growing demands for efficiency and consistency.

Over half of the Firm’s lawyers and all legal staff are certified in Managing Documents and Emails and will be completing Working with Legal Documents this summer. Three further Learning Plans have already been identified which the IT Team will roll out in the coming year.

We are always looking for ways to create an advantage for our clients, to better serve our clients – it’s in our nature, says John McNair, Managing Partner.

 

Robinson Bradshaw wanted to implement a firmwide training program, focused on competency ‎based performance standards, evaluation and ongoing training, that would have a meaningful impact ‎on firm’s morale and productivity.  The program offered the opportunity to become ‎‎“certified” in various core competencies, and Robinson Bradshaw saw this as an opportunity for staff to grow and develop new and better ‎skills.

Greg Tomlinson, Training Coordinator at Robinson Bradshaw, first heard of the LTC4 core competencies from his LMS content provider, Capensys (an LTC4 Founder).  He attended a LTC4 webinar and got excited about what it would mean for the firm.  He worked closely with Capensys in obtaining strategies for stakeholder buy-in and possible future rollout.

"LTC4 initially came to my attention through our in-house trainer in the fall of 2014.  My immediate reaction was that maybe this would finally be a solution to the incredible need in law firms for better skills to support law firm efficiency, both at the lawyer and staff levels.  They sold me because they were focusing on workflow processes (not just software knowledge) and creating an environment of continuing skills development. We believed the staff and attorneys would take a fresh look at the new training tools with the ability to learn at their desk or at home on their own schedule.

Internally, we have been on track with our customized LTC4 training since the spring of 2017.  Staff acceptance of the training, assessments and certifications have exceeded our expectations and, based on that success, we are hoping to incorporate the attorney groups in the near future.”   Pam Sachs, Director of Human Resources.

Greg Tomlinson led the charge with PowerPoint presentations, marketing and demos of the learning plans.  He updated their LMS page to Robinson Bradshaw University (including new Capensys content) and incorporate the LTC4 rollout simultaneously.  With help from Capensys, he broke out each core competency skill and created learning plans in the LMS of the videos and assessments for easy viewing and tracking.  Many of the users were able to test out by just completing the Capensys KnowledgeChecks.

As of this date, Robinson Bradshaw has completed the Managing Documents and Emails, Working with Legal Documents and Security for Lawyers learning plans. Presently, the entire firm is undergoing the certification process for Collaborating with Others to the staff.

 

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“FWIW, personally I actually rather enjoyed this. I thought the content was well presented. And I have used several of the tricks I learned.” 

“I second those comments. In fact, I plan to run the exercise again a few more times, as I came across a number of useful things I did not know, and by now I have forgotten.” – Satisfied Schwabe Attorneys

Schwabe wished to implement a firm-wide training program for attorneys and staff focused on competency ‎based performance standards, evaluation and ongoing training that would have a meaningful impact ‎on firm morale, productivity and profitability. The program offered the opportunity to become ‎‎LTC4 certified in various workflow based core competencies which were relevant to how users work.   They knew that an attorney up-skilling program based on LTC4 would provide them with an industry standard of legal IT core competencies, a benchmark for them to achieve — a benchmark formulated by the industry, not just the attorney’s firm or IT training department. There were multiple objectives and expected outcomes for ‎implementing a certification program at the firm:

  • Attorney and Staff Performance: This initiative allowed us to support attorneys and staff to improve skills, gain efficiency in all tasks, and to measure baseline skills and continuous performance improvement using industry standards.
  • Staff Ratios: Better skills and greater efficiency result in higher productivity, therefore improving our attorney to staff ratio, resulting in reduced overhead.
  • IT Department Client Service: We achieved a reduction in Help Desk Calls which meant that Help Desk staff could serve clients more proactively.
  • ROI: We produced Efficiency Dashboard reports with calculated ROI which were provided to the Board on a predetermined schedule.

Goals achieved

  • Improved skills
  • Improved efficiency/productivity
  • Improved quality of work product
  • Provided objective measurements for performance evaluation
  • Reduced calls to the Help Desk
  • Improved staff ratios
  • Elevated attorney satisfaction with staff
  • Improved employee satisfaction and retention

Seddons’ lawyers and staff have been certified in both Security and Managing Documents and E-Mail by LTC4, the industry-recognized standard for legal technology competence. Lawyers and staff were provided with e-learning to educate themselves in the applications, followed by an online certification session with a trainer there to help and support them. The program was immensely successful – everybody passed the certification.

"Our goal was to ensure efficiency across the business,” says James Temple, Chief Operating Officer. “We want to provide clients with the best service possible, ensuring we get maximum value from the solutions in which we have invested, while also helping the firm minimise expenses. LTC4 provides us with a framework that enables us to achieve those goals.”

Seddons chose LTC4 as the standard for competency and certification.  For the security course, the entire firm took part in the Sentinel Security Awareness program from Capensys.  For To bring themselves up to speed in the Managing Documents and E-Mail core competencies, Seddons used Skill-Up! elearning from Capensys, plus custom e-learning created by the firm. The firm used Learning in Action (LiA) from Capensys as the evaluation tool, and results were stored in the Capensys LMS.  The whole process, including creating the e-learning for the firm’s document and practice management system (Proclaim), took approximately 4 months.

Future plans include the Working with Legal Documents learning plan, and a repeat of the Security plan every 6 to 12 months, plus the Time and Billing learning plan at a later date.

 

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Background

Global law firm Squire Patton Boggs undertook a firm-wide project to migrate their US offices from eDocs DM 5 to iManage 9 with Universal Search and upgrade the other offices which already used iManage. With over 1,000 lawyers and staff in 44 offices located in 21 countries, the firm took advantage of this upgrade to train all users to be proficient in the new software and also to instil document management best practices.

Training and Support

Rather than the traditional classroom methods, Squire utilized a virtual training classroom. All training to all users was conducted using a Cisco WebEx virtual training environment with break-out labs so that individuals could undertake hands-on practice assignments.

This training format provided a number of distinct advantages for the firm:

  • Preparatory on-line learning to bring users up to speed before the virtual sessions
  • Hands-on practice during training for all users in offices large and small
  • A smaller group of trainers meant for more standardized training
  • Reduced training set-up demands on local IT resources
  • Better data gathering and reporting on training sessions
  • Reduced travel expenses

Outcome and Measurement

The training also incorporated the LTC4 (Legal Technology Core Competencies Certification Coalition) to drive internal productivity and to promote their commitment to technology proficiency to potential clients. The firm certified their users, including 250 lawyers, in the Managing Documents and Emails workflow.

 

Some of our clients

  • Akin Gump
  • Arent Fox
  • Baker Hostetler
  • Balch Bingham
  • Bird & Bird
  • Bloomberg
  • Butler Snow
  • Coblentz
  • Codan Canada
  • Cole Schotz
  • Columbia University
  • Day Pitney
  • DLA Piper
  • Dykema
  • Fisher & Phillips
  • Fladgate
  • Gordon & Rees
  • Hanson Bridgett
  • HBR Consulting (for 2,700 user firm)
  • HBR Consulting (for 750 attorney legal dept)
  • Hinckley Allen
  • Hinshaw & Culbertson
  • Holland & Knight
  • Jeffer Mangels
  • Kramer Levin
  • Legal Aid Society
  • Legal Dept of Major Company (679 attorneys)
  • Manatt
  • McDermott Will & Emery
  • McGuire Woods
  • Mintz Levin
  • Nautadutilh
  • Norton Rose Canada
  • Nossaman
  • NY Legal Services
  • Orrick
  • Osler
  • Patterson Belknap
  • Pierce Atwood
  • Robins Kaplan
  • Robinson Bradshaw & Hinson
  • Robinson Cole
  • Schwabe, Williamson & Wyatt
  • Seddons
  • Shearman & Sterling
  • Squire Patton Boggs
  • Steptoe & Johnson
  • Sutherland-Eversheds
  • Verizon (legal dept)
  • Wilkinson Walsh
  • Wilson Elser
  • Winstead
  • Winston & Strawn
  • Withers
  • Young Conaway